[Remote] Business Operations Analyst II

Note: The job is a remote job and is open to candidates in USA. FICO is a leading global analytics software company that helps businesses make better decisions. They are seeking a Business Operations Analyst to support their Customer Experience organization, focusing on enhancing the customer journey and establishing operational excellence. The role involves cross-team collaboration, strategic planning, and driving initiatives that improve customer satisfaction and business performance.ResponsibilitiesCross-team collaboration: operational support for the Customer Success and Customer Support organizations, working collaboratively with members of these functions plus Sales, Finance, and other Operations teamsPrioritize and orchestrate strategic initiatives that drive growth and improve business performance (e.g., improving resourcing capacity planning, streamlining the customer journey, improving tools and systems)Develop content to support a global operating cadence: quarterly business reviews; talent and headcount reviews; customer health reviews; customer onboarding handoffs; etcStrategic planning including customer analysis; resource planning; compensation design; all while enabling Customer Success to achieve their targetsTracking KPIs and building reporting frameworks to enhance visibility, monitor organizational performance and provide senior leadership with actionable insightsEnsuring data integrity and hygiene to enable reliable reporting and effective decision-makingHelping teams problem solving to improve customer relationships and providing operational support to reduce noise that takes away from building healthy customer partnershipsCapture customer feedback and identify new ways to streamline the customer journeyBuild relationships with key stakeholders to influence and improve the customer experienceSkillsExperience in business operations, analytics, program management, or related rolesDirect experience supporting Customer Success and/or Customer Support organizations in a B2B environment is a plusStrong analytical skills with advanced proficiency in Excel (pivot tables, complex formulas, data analysis)Advanced PowerPoint skills with ability to create executive-ready presentations that translate complex challenges into clear, visually compelling narratives for diverse audiencesExperience with CRM systems, particularly Salesforce and ServiceNow (or willingness to become an expert quickly)Proven project management abilities with track record of driving cross-functional initiatives to completionExcellent communication skills - ability to translate complex data into clear narratives for diverse audiences from frontline teams to executivesDemonstrated ability to build structure in ambiguous environments - you're comfortable working through ambiguityFlexible, adaptable, and able to respond to shifting and competing prioritiesCollaborative mindset with ability to influence without authority and build trust across teamsChange management expertise with ability to guide teams through organizational transitions, including stakeholder engagement, communication planning, and adoption strategies that drive sustainable transformationBachelor's degree in Business, Analytics, Communications, or related field (or equivalent practical experience)BenefitsAn inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.Company OverviewFair Isaac Corporation enables businesses to automate, improve, and connect decisions to enhance business performance. It is a sub-organization of FICO. It was founded in 1956, and is headquartered in Bozeman, Montana, USA, with a workforce of 1001-5000 employees. Its website is http://www.fico.com.Company H1B SponsorshipFICO has a track record of offering H1B sponsorships, with 1 in 2026, 30 in 2025, 18 in 2024, 22 in 2023, 25 in 2022, 45 in 2021, 40 in 2020. Please note that this does not guarantee sponsorship for this specific role.